Loan Client Relationship Specialist

Job Description

Who We Are:

Alaya is a place where dreams take shape and grow. Originally founded as Home Loan Experts in 2007, the company expanded its reach by establishing HLE Nepal in 2012, which later rebranded to Alaya. This transformation signifies Alaya's unwavering commitment to supporting not only its customers and clients but also its community and colleagues. Alaya goes beyond being a mortgage industry leader, offering a boundless place of limitless potential where individuals can dedicate their hearts, flourish, and shine. Alaya redefines the power of place, becoming “Your Place” to dedicate your heart, to flourish, and to shine.
Alaya and Home Loan Experts offer more than mortgage expertise; it's a place where you can thrive. Here, we value Passion, Care, and Oneness—caring deeply for our team and embracing unity. Together, the Alaya team works as one family, united in their mission to help people realise their dreams.

To know more, visit our websites: Alaya and Home Loan Experts

About The Role:

As a Customer Relationship Specialist, you will be at the forefront of delivering outstanding service and support to our clients after their home loan has settled. This role combines relationship management, administrative efficiency, and customer retention to ensure clients receive continued value throughout their journey. You will act as a key liaison between clients, brokers, and lenders—resolving issues, identifying opportunities for refinancing or new loans, and building long-term client relationships. Your proactive and customer-centric approach will be instrumental in improving satisfaction, increasing client retention, and contributing to business growth.

Major Responsibilities

• Establish rapport with clients post-settlement and maintain ongoing communication.
• Monitor and renegotiate interest rates to ensure clients are always on competitive terms.
• Assist clients with loan variations and progress payments, including complex construction scenarios.
• Identify refinance opportunities for non-conforming loans and guide clients towards prime lenders.
• Manage and support “orphan” clients, acting as their relationship manager.
• Proactively review client loan health on a monthly and semi-annual basis.
• Respond to client queries and objections promptly, ensuring same-day email response and regular status updates.
• Handle loan feature or structure changes as requested by brokers or clients.
• Prevent clawbacks by strengthening client relationships and identifying cross-sell or up-sell opportunities.
• Generate post-settlement leads and encourage referrals and repeat business.
• Collaborate closely with brokers by providing client insights and following up on lead conversions.
• Maintain accurate and timely data entry, and ensure a zero-inbox policy by close of business daily.
• Support clients with a superior service experience, ensuring updates are proactive and solutions-focused.
• Complete fact finds for new business opportunities before initiating client contact.

Requirements

• Bachelor's degree in any field (management preferred)
• At least 1 year of experience in customer service and client relationship roles
• Top-notch written and verbal communication skills
• Strong problem-solving abilities and attention to detail
• Ability to prioritize tasks and handle multiple projects simultaneously
• Must love talking, interacting, and genuine care for people
• A liking for numbers and finance, (specifically the mortgage industry) will be an advantage!
• A great attitude towards learning - as there will be a huge learning curve!
• Proficient with Google A (Drive, Docs, and Sheets)

Why Alaya?

At Alaya, our team is our most valuable asset. We are passionate about creating a work environment where care for one another, passion for excellence, and a sense of oneness drive everything we do. Here’s what you can expect:

• Growth Opportunities: We are committed to your personal and professional development.
• Inclusive Culture: Be part of a team where your ideas and contributions are valued, and where you can make a meaningful impact.
• Meaningful Work: Play a crucial role in helping clients navigate the loan process while supporting Alaya's continued success.

Oh also, did we mention, we only work 5 days a week? Mon- Fri.

Besides the list of benefits that the Labour Law mandates, we also offer;

• Salary NPR 30,000 (non-negotiable)+ Social Security Fund (SSF)
• Exclusive leaves and bonuses
• Festival, profit, and book reading bonus
• Team building activities and social events
• Accident and medical insurance coverage
• International working environment exposure
• Continuous learning and development opportunities
• Customer Referral - Refer your friends and relatives in Australia to use our services and we’ll reward you!

Work hours: 6:00 am to 2:00 pm (non-negotiable) including a 1-hour lunch break

Ready to Join Us?
If you’re passionate about client service and eager to grow with a company that values your contributions, we’d love to hear from you.

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